Chapter 10. The Moments
The incident update
Moment 4 of 8 · Chapter 10. The Moments
What's judged: whether people trust you under pressure. Lead moves: Headline, Own, Next.
Template: impact → current status → next update time. Put what you're unsure about in one clear sentence.
"Checkout is failing for about 5% of users. We've rolled back the last deploy and errors are dropping. We're confident it was the deploy; not yet sure why tests missed it. Next update in 30 minutes."